Jean-Pierre Kloppers

Jean-Pierre Kloppers

Title: CEO

Company: BrandsEye

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CX: Measuring the expectation gap and winning the customer satisfaction war

Overview

Being able to accurately measure and understand how and why customers feel the way they do is of high strategic value and is a significant competitive Being able to accurately measure and understand how and why customers feel the way they do is of high strategic value and is a significant competitive advantage for omnichannel customer journeys. 

Detail

Traditional CX metrics like NPS although important, provide a historical view on actual customer experience, whereas social media data allows for real-time monitoring of customer feedback.

JP will talk to the latest uses of AI and human intelligence in organising customer feedback at scale. We look at the comparative performance of the UK's leading according, using social media sentiment data to benchmark customer journey and CX channel performance. Case studies covered include cross-industry and regional analysis for the telecoms, banking, retail and insurance industries.

About the speaker

Jean Pierre Kloppers is a robotics engineer, entrepreneur and the Group CEO of BrandsEye, the world's most accurate opinion mining company. BrandsEye’s technology brings together the power of AI and human intelligence to accurately understand online public opinion. 

By combining a proprietary mix of search algorithms, crowd-sourcing and machine learning, BrandsEye has been able to successfully mine online conversations for sentiment and the topics driving that sentiment. This unique approach has been used by some of the world’s leading organisations to drive revenue, mitigate risk, and improve customer experience.  

In 2016, BrandsEye made global headlines when it accurately predicted both Brexit and Donald Trump’s victory, proving that meaningful, insights can be gained from accurately analysing social media at scale.

Jean-Pierre will be speaking at:

CEW BIRMINGHAM 

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